Operations Manager I – Team Leadership & Client SLA

About the role

The Operations Manager I will coach and supervise a group of Team Leaders, ensuring client Service Level Agreements and financial expectations are achieved. This position drives revenue, manages performance, and builds strong client relationships.

Key responsibilities

• Analyze and maintain all client Service Level Agreements; implement improvement plans as needed.
• Maximize revenue generation through data collection, forecasting, budgeting and tracking billable/non‑billable hours.
• Select, train, develop and manage performance of direct reports and their teams.
• Manage and review operational reports such as attendance, PFP, client scorecards and metrics.
• Create and strengthen relationships with client partners and attend business reviews.
• Provide leadership, guidance and corrective actions to ensure consistent policy administration.
• Conduct regular one‑on‑ones with direct reports for performance coaching and development.
• Participate in cross‑functional meetings with Training, HR, Quality, WFM and TA to drive continuous improvement.

Required profile

• Associate's Degree in a related field with 7+ years of experience, including at least 2 years of progressive management.
• Call‑center experience preferred.
• Proven ability to coach, develop action plans and provide effective feedback.
• Strong analytical skills to improve work processes and achieve goals.
• Excellent written and verbal communication; ability to present information to internal and external stakeholders.
• Demonstrated ability to organize, prioritize and meet deadlines in a fast‑paced environment.
• Willingness to work a flexible schedule.